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Re: S7 & S7 Edge Battery Drain

Revoe
Member

Joseph,

  I replied to your direct message 6 days ago providing a 4-hour window for a phone call every single weekday, but have yet to receive any form of communication or response. I must request another level of escalation so that I may speak with an individual that understands and can correct my concerns or provide an acceptable workaround in the matter.  Please reply and confirm my request. Thank you,

Matt

Re: S7 & S7 Edge Battery Drain

Ann154
Expert

Revoe wrote:

Joseph,

I replied to your direct message 6 days ago providing a 4-hour window for a phone call every single weekday, but have yet to receive any form of communication or response. I must request another level of escalation so that I may speak with an individual that understands and can correct my concerns or provide an acceptable workaround in the matter. Please reply and confirm my request. Thank you,

Matt

Considering that rep hasn't logged into their individual username account since January 5th, it might be part of the reason why they haven't responded to your reply to their DM.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

Re: S7 & S7 Edge Battery Drain

Revoe
Member

Valid point and keen eye Ann, but customers should not have to concern themselves with the staffing practices, schedules, and work hand-off procedures of a company or organization this large.  I do thank you for catching that though.

Verizon,

  My request was made to be contacted directly so that we may circumvent the constant basic requests for device usage and "have you tried..." delay tactics when I have stated clearly on several occasions that with 4 devices (three S7 Edge & one S7) encountering the same issue since the update.  I am not a basic user and I have tested and retested eliminating the "usual suspects" (rogue apps, factory reset, disabling auto-updates, using battery saver features) for weeks before creating this thread.  I would like assurances that you can get this corrected, or be addressed in subsequent firmware updates.  If I need to DM another individual, I will gladly do so.  Thank you,

Matt

Re: S7 & S7 Edge Battery Drain

Ann154
Expert

I don't know why they haven't responded. I'm just another customer like yourself. However you can't send another DM to another VZW rep until they send you one unless you and the rep are already following each other.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

Re: S7 & S7 Edge Battery Drain

Community Manager
Community Manager

It’s unlike us to not reply to a message. I regret any inconvenience as we always want it to be easy to do business with us. Reviewing the thread, I understand the frustration felt as we explore ideas that would contribute to drainage of the battery. Please pardon our further investigation, as I know it’s unwanted. I’ve sent a Private Message to continue.


DavidH_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: S7 & S7 Edge Battery Drain

Revoe
Member

David,

  I have replied to your DM with my phone number. I appreciate your efforts and look forward to speaking with you soon.  If you can advise when the next scheduled software update is planned for the S7 & S7E, perhaps we can place our troubleshooting on hold pending its release. We can discuss on our call. Thank you,

Matt

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Re: S7 & S7 Edge Battery Drain

Ann154
Expert

The VZW reps won't know when the next scheduled update will be released.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: S7 & S7 Edge Battery Drain

Revoe
Member

Tomorrow marks 14 days (2 weeks) since Verizon told me they would contact me...still no response.  It's just embarrassing and pathetic at this point.  I would like this escalated to a manager so we can discuss options please and thank you.

Matt

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Re: S7 & S7 Edge Battery Drain

Revoe
Member

Today is 22 days with absolutely no attempt from VZW at isolating the issue(s).  Despite this lack of response, I have still been hard at work trying different things in order to reduce the battery hemorrhaging that has plagued these devices for the past several months.

I'm not expecting preferential treatment to any degree, but would at least like to feel that the several thousand dollars I pay for our plan each year could include basic levels of technical support.

Again, I would like this escalated to a manager so we can discuss options please and thank you.

Matt

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Re: S7 & S7 Edge Battery Drain

jrh4054
Sr. Member

Have you called the VZW Tech Coach using the app?

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